How to resolve a faulty product issue?

You can report faulty items on the website. You can log in to your registered account.

After you've logged in, you need to navigate to Report Damage / Faulty Item. From the dropdown, you need to select the Order Number you have issue with and then the order item, you want to report. We require you to attach photos or videos of no more than 5 to 10 MB of the fault. Once we see the problem, we get in touch with the manufacturer and ask manufacturer to contact you directly. You can report product faults at any time within the warranty/guarantee period of the product/item.

Many times, the product itself may not have a fault, but faults can arise from other factors, such as poor installation or the environment in which it is used. Installation faults arise in due course of time and may not be immediately known. If you have already installed the item which you believe is faulty, do not uninstall until you first speak to us. It is very common to have these issues resolved through technical support, replacement components, or by speaking to the manufacturer.

We recommend you get a plumber/fitter to inspect the item and identify the problem first. Our team will help you to get connected with the technical team of the manufacturer who can troubleshoot the issue with the plumber and get it rectified quickly and efficiently.

Your plumber must be the first person to diagnose the problem on your behalf and along with whom you must try to resolve the issues with the manufacturer technical team. Pictures and videos that you may have sumbitted to us will help in faster resolution of any problems. Alternatively, you can contact manufactuers technical team directly at the numbers mentioned below:

Manufacturers technical teams contact numbers:

QS Supplies or our suppliers will not be responsible for any refitting costs that could have been avoided. We reserve our right to collect and check/test the cause of a reported fault. The fault helps us know if we can replace the item or issue a refund. If, upon inspection, the reported fault does not exist and the item is in use, we are unable to refund you for a replacement. Faults are handled on a case-by-case basis - sometimes, we may send an engineer to visit and assess a reported fault. If the fault does not lie with the product, then we may charge you for this visit.

If a fault is confirmed with the product, after consulting the manufacturer, we will offer a replacement or repair of the faulty item. If replacement is not possible, then we will offer a full refund.

For faults that develop later in the product's lifespan, claims can be made according to the guarantee/warranty on the item.